Genesys has launched a collection of AI capabilities specifically designed to “empower” supervisors.
AI for Supervisors is a suite of Genesys Cloud innovations that promise to boost efficiency, employee performance, and the overall customer experience.
Announced at Enterprise Connect, Genesys claims that the new solution can deliver major operational improvements for supervisors.
This includes a 40 percent cut in quality evaluation time, a 25 percent drop in multilingual evaluations, and a 38 percent reduction in administrative costs related to quality management.
Amongst the fresh innovations are Genesys Cloud Supervisor Copilot and Genesys Cloud Virtual Supervisor.
The solutions provide users with real-time assistance, which allows them to interpret data, train staff, manage workflows, and oversee essential business functions.
In discussing the news, Olivier Jouve, Chief Product Officer at Genesys, commented:
“As organizations navigate the future of AI, Genesys Cloud can help them stay ahead by augmenting human potential with deeper insights and automation.
Through our suite of AI for supervisors, we’re enhancing customer experiences and redefining how work gets done.
“With real-time intelligence and greater efficiency, organizations gain macro-level understanding for strategic management and micro-level precision to improve interactions so they can accelerate business value and operational excellence at scale.”
So, let’s take a closer look at some of Genesys’ latest AI-powered features.
Supervisors Galore
As discussed above, one of the key AI for Supervisors features outlined by Genesys is the Supervisor Copilot, which expands on the earlier Agent Copilot to further streamline contact center operations.
Designed to support managers, it uses generative AI (GenAI) to deliver insights, reduce manual tasks, and improve outcomes.
The tool offers prescriptive guidance for quality assurance, compliance, and coaching by automatically summarizing interactions and highlighting key issues.
With advanced conversational intelligence, Genesys claims that the tool enhances both human and AI-led interactions, helping supervisors boost compliance, effectiveness, and overall customer experience.
The vendor also provided more insights into the Virtual Supervisor.
Powered by large language models (LLMs), the solution automates the process of filling out evaluation templates based on customer interactions, helping managers save time, improve efficiency, and conduct more thorough reviews.
In addition, it provides structured insights into agent performance, behavior, and skills, supporting better decision-making. Managers can control the level of automation and oversight, customizing assessment criteria and choosing whether to accept recommendations.
This flexibility ensures compliance with organizational and regulatory standards while enabling more scalable, performance-driven quality management.
With both innovations now live, organizations are able to implement them as optional features in Genesys Cloud.
John Connors, Director of Business Transformation at eir and a current Genesys customer, was particularly enthusiastic about the two tools:
Supervisor Copilot and Virtual Supervisor are the next AI game-changers, which we anticipate will continue to help us elevate our operational agility and workforce for stronger customer experiences.
AI for Supervisors in Practice
As well as providing details about some of the specific AI capabilities, Genesys also outlined the following use cases for how the tools can be deployed in the customer service and experience sector:
- AI Translation: AI translates interaction details, including transcriptions and summaries, into over 70 languages, making it easier for supervisors to analyze and gain context without needing to be multilingual.
- AI Summary: AI generates clear, concise summaries from interaction data, capturing key points and insights from both customers and agents to streamline reviews, reduce time, and enable faster decision-making.
- AI Scoring: AI automates quality evaluations, providing faster, unbiased, and more consistent assessments, while flagging interactions that require attention and improving efficiency and performance.
More News from Genesys
Last week, Genesys and ServiceNow officially launched their joint CCaaS-CRM solution, now available through the Genesys AppFoundry Marketplace and the ServiceNow Store.
Building on last year’s preview of the “Unified Experience from Genesys and ServiceNow,” the new offering integrates Genesys Cloud CX capabilities directly into the ServiceNow Customer Service Management platform.
This allows service teams to operate within a single workspace, streamline customer data, and provide more seamless, coordinated customer experiences.
Elsewhere, Genesys has decided to postpone its plans for an initial public offering, reportedly due to growing stock market volatility.
Originally aiming for an April or May 2025 debut, the company is now expected to push the IPO to later in the year, according to sources cited by The Information and Bloomberg.
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